Service excellence isn’t just fulfilling service-level agreements and minimum expectations. Service excellence means giving the organization, its internal and external clients, business partners, customers, and others the tools they need to move forward, and not just the minimum levels of quality and performance to coast.
Published in Architecture & Governance, 沙恩-查格帕 和 Drew Crist of Kepner-Tregoe how planning for failure might be precisely the thing to do before rolling out a large initiative.